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workforce management routing kpis amazon connect decisioning systems📋 Description
- Lead end-to-end Proactive Support program in CX.
- Stand up real-time signal-to-action engine and cohorts via API.
- Define KPIs, dashboards, and operating reviews for the program.
- Cross-functional ownership with Product, Eng, Data, and Ops.
- Prioritize signals and plays to reduce LTV loss and boost CSAT.
- Drive staffing and WFM alignment to meet demand windows.
🎯 Requirements
- 5+ years of program management in cross-functional environments.
- Real-time, data-driven programs: signal ingestion, cohorting, decisioning.
- Strong execution: roadmaps, risk mitigation, outcomes with Product/Eng/Data/Ops.
- Experience defining SLAs/KPIs and tying levers to revenue and CX outcomes.
- Excellent communication and stakeholder management across levels.
- Technical awareness of how the technology should function; eager to experiment.
🎁 Benefits
- Base salary: $130,900 – $154,000 USD
- Bonus eligibility
- Equity eligibility
- Medical, dental, vision, 401(k)
- Equal Opportunity Employer; accommodations available
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